Page Personnel
Canberra, AU
6d ago

Bullet points

Large ICT Project servicing Federal Governement Client

12 month contract with possible extension options

About Our Client

Large Consulting firm within Australia working to Federal Government Client within the Canberra marketplace.

Job Description

This role is essential to enable informed decision making at all levels of the project by providing :

  • Governance and assurance to department outcomes; and
  • Advocacy and advisory via customer reporting on stakeholders to enable evidence based governance for ICT improvement and service delivery reform.
  • Risk and issue management and reporting to assure DCE and CIOG outcomes.
  • Identify, monitor and maintain the risk and issues register.

    Generate improvement of the Risk and Issues Management process.

    Interpret and generate identified risks or issues.

    Compile and present risk and issue reports.

    Deliver Voice of the Customer reporting to inform and support ICT Service Provider capability and client alignment with the Australian Government Digital Service Standard.

    Provide advisory services and quality assurance for customer feedback mechanisms, analysis and reporting.

    Present prioritised customer experience feedback and research insights to Executives, Senior Managers of Plan, Build and Run areas in scalable and flexible formats.

    Partner collaboratively across various internal and external stakeholders to ensure holistic governance and reporting is provided.

    Support partnerships between stakeholders by sharing customer insights and activities to engage, inform and support multi-disciplinary teams.

    Identify opportunities for single and multi-year outcomes based projects (work packages) and insourcing, including planning for, and enabling delivery of, capability via these methods.

    Manage and administer governance and reporting functions, in particular deliver high quality customer-centric outcomes in a high pressure environment and short timeframes.

    Transfer governance and reporting knowledge to the enduring APS workforce to enable existing capability.

    The Successful Applicant

    Skills and expertise required

  • Comprehensive knowledge and experience in governance and advocacy.
  • Comprehensive knowledge and experience in business risk and issue management.
  • Ability to understand complex information regarding client, stakeholder, and customer needs, to produce / govern holistic reporting on ICT services and products for diverse stakeholder groups.
  • Customer-centric strategic and operational governance - including associated analysis and administration to inform and support evidence-based, customer experience service improvement.
  • Understanding of customer data analytics and experience trends.
  • Understanding of Customer surveys and online feedback mechanisms.
  • Analysis and preparation of business or customer data and qualitative feedback for reporting.
  • Ability to validate online customer feedback, data and trends by partnering directly with customer facing areas.
  • Desired Knowledge / Skills

  • Experience in stakeholder engagement, service delivery, and qualitative customer research.
  • Up-to-date understanding of the standards and guidelines published by the Australian Government Digital Transformation Agency (DTA), their scope and application for Defence.
  • Influencing and educating technical and non-technical areas on the primary issues customers / users experience when interacting with digital and non-digital services.
  • Knowledge of the barriers people with disability encounter when using digital services.
  • Data analytics and customer experience reporting.
  • Experience with digital service delivery lifecycles and Agile delivery.
  • What's on Offer

    This role is working a to large Federal Government client and a baseline Security clearance is required and a minimum with the ability to obtain and NV1.

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